Five interactive digital screens with individual receivers are now featured at the redesigned Delta Sky Assist so customers can connect face-to-face with Delta specialists. Customers simply pick up a receiver, initiate the live video chat with one touch on the screen and are on their way to anything from changing a flight to sharing feedback.

Delta will review the video chat test to understand if it creates a better engagement opportunity for the customer, while capturing employee feedback to drive improvements. This feedback will drive additional innovative customer touch points.

Delta Sky Assist video terminal

Bottom Line

Delta continues to test a variety of new technologies while American and United appear to be sitting on the sidelines. Air travel in the US needs innovation to catch up to international competitors, and I’m glad to see Delta continues trying to push the envelope.